“TeleDevelopment Services, Inc announces its partnership with The Call Center School to provide comprehensive training and certification programs for all levels of call center professionals.” -Official Press Release

I’ve personally worked closely with TDS for a couple of years and the relationship was very good.  Going through several training organizations, they’ve always made sure they had trainers and rooms available for us.  We were quite difficult to deal with because of the sudden requirements but they’ve always managed to fulfill our needs.  But, they weren’t cheap.

The Call Center School, on the other hand, was something I was interested in, even when I was just a supervisor.  During said time, I’ve always looked for other sources since my current employer didn’t have an in-house training program in place.  Though looking at their curriculum, they seem to be credible enough to try.

Will this partnership be advantageous to the Philippine industry?

Yes and no.  Yes, because it will fulfill the training requirements (which is badly needed) of every call center in the country, may it be your local 50 seater center or the big global companies.  It will give the foundation that each call center professional needs.

No, only if they offer this as a “training in a box” model.  I’m hoping they measure its effectiveness and tailor fit the training depending on the level of each professional is at.  The problem is offering it to centers and there is no real training needs analysis done.  Usually, training heads wouldn’t have the time to give real data to these vendors (unless they have an ongoing leadership and organization development program in place).  The solution – a training program or module in a box.  Time and money is wasted.